Visionary Team Leader | Customer Success & Engagement Architect | Specialist in Sales, Technical Sales, IT & Technical Support and Customer & Client Service Excellence
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Propelled by an unwavering thirst for growth and an indomitable spirit, I am ceaselessly in pursuit of novel avenues to nurture and sharpen my aptitudes. I take immense pride in my unyielding resolve to establish audacious objectives and resolutely propel myself towards their realization. Fueled by an insatiable drive, I derive profound fulfillment from surpassing benchmarks and triumphantly surmounting endeavors that augment the intrinsic value of the organization or entity where I elect to forge my professional path.
Guided by an unwavering dedication to excellence, I am resolutely committed to effectuating significant contributions that elevate both my personal trajectory and the collective entity I wholeheartedly align with.
Role: Senior Concierge Specialist – Tier III
11th December 2025 – Present
Promoted to Tier 3 Concierge Agent based on consistent high performance and expertise in resolving complex escalations within a high-volume support environment.
Managed escalations from Tier 1 and Tier 2 agents, resolving advanced customer issues related to missing items, damaged products, delivery disputes, and platform technical issues.
Served as the final escalation point before management, delivering fair, customer-focused, and policy-compliant resolutions.
Handled multi-channel support operations including escalation tickets, email, phone, SMS, and live chat while maintaining full
Tier 1 and Tier 2 responsibilities.
Adapted to increased case volume following global expansion, consistently delivering high-quality support, timely resolutions,
and strong customer satisfaction in a fast-paced remote environment.
Role: Concierge Specialist – Tier II
12th May 2025 – 10th December 2025
Promoted from Tier 1 to Tier 2 Concierge Agent within two weeks of going live, recognizing exceptional performance and rapid operational proficiency.
Managed complex customer cases across phone, live chat, and email support while maintaining real-time alert monitoring responsibilities.
Resolved customer issues involving order placement, live order updates, policy guidance, and advanced account support with strong problem-solving and communication skills.
Escalated high-priority and out-of-scope cases to appropriate senior teams, ensuring timely and accurate resolution.
Maintained high service quality and efficiency while handling multiple communication channels in a fast-paced remote environment.
Role: Concierge Agent – Tier I
31st March 2025 – 11th May 2025
Joined Poplin as a Remote Tier 1 Concierge Agent after completing a competitive hiring and training process.
Managed high-volume email support and real-time alerts, resolving customer inquiries related to orders, policies, product sourcing, and account support.
Investigated delivery delays, fraud risks, unauthorized discounts, and off-platform transactions to ensure compliance and platform security.
Escalated complex cases to Senior Tier support while maintaining high customer service standards in a fast-paced remote environment.
Role: Customer Success and TeleSales Executive
1st November 2024 – 31st March 2025
Led customer retention and revenue optimization initiatives within BaadMay Tech Pvt Ltd, leveraging data-driven strategies to improve engagement, reduce churn, and increase customer lifetime value (CLV).
Executed targeted re-engagement campaigns that recovered abandoned transactions, reinstated canceled orders, and reactivated dormant customers, contributing to transaction growth and revenue performance.
Managed relationships with brand partners, resolving operational and integration issues while improving onboarding efficiency and platform collaboration.
Supported merchant onboarding and business development initiatives, enhancing partner integration processes and expanding platform adoption.
Collaborated cross-functionally with support, operations, and sales teams to improve service delivery, reduce escalations, and optimize operational efficiency.
Role: Technical Customer Support Specialist
06th November 2023 – 31st October 2024
Worked as a Technical Support Specialist at Flipdish, providing technical support for websites, mobile applications, and POS systems for restaurants and enterprise clients across Europe, the USA, and Canada.
Diagnosed and resolved complex technical issues related to POS systems, websites, and applications while collaborating with engineering and cross-functional teams to ensure operational continuity and service reliability.
Partnered with customer success, onboarding, menu configuration, sales, and engineering teams to deliver tailored solutions,
improve customer experience, and support successful product integrations.
Contributed to the rollout and integration of a newly acquired POS product, gathering customer feedback, resolving software issues, and supporting continuous product improvements and adoption.
Became the senior-most team member after being the first hire from Pakistan for the role, leading a team of 10 by managing workflows, training, scheduling, performance optimization, and mentorship for advanced troubleshooting and issue resolution.
Collaborated within a hybrid global work environment, supporting cross-functional international teams and maintaining high standards of customer-focused technical support.
Role: Senior Customer Support and Data Management Executive
01st July 2023 – 30th October 2023
Started as a Customer Support and Data Entry Executive at Home Done Ltd, managing order processing, data entry, customer inquiries, and sales support through email and inbound calls.
Promoted to the Aftersales and Sales Department, handling post-purchase support, customer complaints, vendor coordination,
and issue resolution to ensure customer satisfaction and operational efficiency.
Supervised and mentored junior team members by providing training on company policies, customer service procedures, and advanced case resolution techniques.
Managed product listings, website updates, supplier coordination, and pricing negotiations to improve operational performance and maintain competitive market positioning.
17th October 2022 – 30th April 2023
Worked at Ibex Pakistan, providing customer support services for Walmart USA and Canada through live chat and phone support.
Assisted customers with product inquiries, order placement, purchase-related concerns, and order fulfillment while maintaining high customer satisfaction standards.
Resolved complex customer issues using strong communication, problem-solving, and conflict-resolution skills to enhance customer experience and brand loyalty.
Developed expertise in Walmart policies, including returns, exchanges, shipping, payments, and compliance procedures, ensuring accurate and policy-compliant support.
Delivered efficient and personalized support by proactively handling escalations and maintaining service quality in a fast-paced customer service environment.
01st April 2021 – 30th September 2022
Worked at Ibex Pakistan supporting foodpanda APAC customers through chat, email, and phone support, handling order-related inquiries and coordinating with delivery riders for real-time issue resolution.
Managed high-volume customer interactions while maintaining strong multitasking, time management, and problem-solving skills in a fast-paced support environment.
Served as a Subject Matter Expert (SME), mentoring agents through coaching sessions, performance evaluations, and quality improvement initiatives to enhance CSAT, AHT, and QA metrics.
Conducted quality audits and provided actionable feedback to improve communication, customer handling, and issue-resolution capabilities across the team.
Promoted a customer-focused service culture by emphasizing empathy, active listening, and structured problem-solving to improve overall team performance and customer satisfaction
Role: Sales and Service Specialist
01st January 2019 – 31st March 2021
Managed the full sales lifecycle at TechDigi, driving business development for website development, mobile applications,
wireless solutions, and POS systems.
Conducted consultative sales engagements by identifying client requirements and delivering tailored technology solutions aligned with business objectives.
Developed and executed sales strategies to improve lead conversion, revenue growth, and long-term client relationships.
Maintained detailed CRM records, sales pipelines, follow-ups, and forecasting reports to support data-driven sales and account management decisions.
Provided post-sales support and customer success management, ensuring client retention, service optimization, and ongoing relationship development.
Collaborated with sales, marketing, and customer support teams to strengthen customer engagement, improve brand consistency,
and support targeted lead-generation initiatives.
01st May 2018 – 30th November 2018
Worked as a Sales Agent at Iflogics Communication, executing outbound sales campaigns to generate and convert high-value leads in the telecommunications sector.
Applied consultative and persuasive sales techniques tailored to diverse customer segments, improving conversion rates and strengthening client relationships.
Consistently exceeded sales targets and key performance indicators through strong communication, negotiation, and customer acquisition strategies.
Built trust-based client interactions that supported long-term engagement, repeat business, and sustained revenue growth.
Continuously adapted to market trends and refined sales approaches to maintain high performance in a competitive and fast changing environment.
I am currently pursuing a Bachelor of Commerce (B. Com) degree from the University of Karachi as a private candidate.
I have successfully cleared eight papers of the Association of Chartered Certified Accountants (ACCA) program,
including Performance Measurement, Taxation, Financial Reporting, Audit & Assurance and Financial Management.
I am delighted to have obtained a distinguished Foundation Diploma (FD) in Accountancy from the esteemed
Association of Chartered Certified Accountants (ACCA) in the United Kingdom. Through this challenging academic journey, I have gained an extensive knowledge of the fundamental principles and procedures of accountancy.
